HR Services Call Handling Analyst

Description

Sponsorship: GM DOES NOT PROVIDE IMMIGRATION-RELATED SPONSORSHIP FOR THIS ROLE. DO NOT APPLY FOR THIS ROLE IF YOU WILL NEED GM IMMIGRATION SPONSORSHIP (e.g., H-1B, TN, STEM OPT, etc.) NOW OR IN THE FUTURE.

Work Arrangement : This role is categorized as HYBRID on NIGHT SHIFT. This means the successful candidate is expected to report to the GM Philippines office three times per week or as dictated by business needs.

The Role

The HR Services Call Handling Analyst is responsible for managing and resolving People Services cases received via calls and emails from various business units. This role serves as a key point of contact for HR Representatives, Employees, and People Leaders, ensuring timely and accurate resolution of HR-related inquiries while maintaining high service quality and compliance with established policies and procedures.

What You'll Do

Process HR cases received via calls or emails, prioritizing based on urgency and impact.

Monitor personal queues and aging cases to ensure timely resolution.

Follow established processes for case documentation, issue resolution, and escalation.

Serve as the single point of contact for HR Representatives, Employees, and People Leaders.

Ensure adherence to service level agreements (SLAs) and escalate complex cases as needed.

Suggest process improvements to enhance operational efficiency and service excellence.

Maintain and update job aids and standard operating procedures (SOPs).

Participate in project teams and contribute to system testing and performance improvement initiatives.

Ensure compliance with global SLAs, GM corporate policies, and external regulatory requirements.

Maintain confidentiality of employee information and perform tasks based on approved guidelines.

Conduct peer checks and post-audit reviews of escalated issues.

Ensure timely resolution of client issues and escalate as necessary.

Exercise sound situational judgment to independently determine appropriate actions for requests that fall outside standard procedures, ensuring timely decisions based on urgency and business impact.

Demonstrate investigative problem‑solving by uncovering underlying or hidden issues, conducting thorough root‑cause analysis, and utilizing all relevant tools, data, and resources to drive accurate and timely resolution.

Your Skills & Abilities (Required Qualifications)

Bachelor’s degree in human resources, Business Administration, or related field.

Experience in HR shared services or call handling environment is an advantage.

Strong communication and interpersonal skills. Willing to receive phone inquiries for a majority of the work hours.

Ability to manage multiple priorities in a fast-paced environment.

Proficiency in case management tools and HR systems.

High attention to detail and commitment to confidentiality.

Willing to work on night shift

What Will Give You A Competitive Edge (Preferred Qualifications)

Post-graduate degree.

Experience in a contact center or shared service environment

Familiarity with HR compliance standards and service delivery metrics.

About GM

Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all.

Why Join Us 

We believe we all must make a choice every day – individually and collectively – to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team.

Total Rewards | Benefits Overview

From day one, we're looking out for your well-being–at work and at home–so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources. 

Non-Discrimination and Equal Employment Opportunities (U.S.)

General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers.

All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws. 

We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire.

Accommodations

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